Critical Elements of Customer Service

While many companies promise to deliver an incredible customer experience, some are better at delivering than others. This course is designed around six critical elements of customer service that, when the company lives them, bring customers back to experience service that outdoes the competition.

Specific learning objectives include:

• Demonstrate a customer service approach
• Understand how your own behavior affects the behavior of others
• Demonstrate confidence and skill as a problem solver
• Apply techniques to deal with difficult customers
• Make a choice to provide customer service

TARGET AUDIENCE

Anyone

The following 11 subjects form the core of the courses:

• Session One: Course Overview
• Session Two: What is Customer Service?
• Session Three: Who Are Your Customers?.
• Session Four: Meeting Expectations
• Session Five: Pre-Assignment Review
• Session Six: Setting Goals
• Session Seven: The Second Critical Element - Defined in Your Organization
• Session Eight: The Third Critical Element - Given Life by the Employees
• Session Nine: Communication Skills
• Session Ten: Telephone Techniques
• Session Eleven: Dealing With Difficult Customers
• Session Twelve: Dealing With Challenges Assertively
• Session Thirteen: Dealing With Difficult People
• Session Fourteen: The Fourth Critical Element - Be a Problem Solver
• Session Fifteen: Seven Steps to Customer Problem Solving
• Session Sixteen: The Fifth Critical Element - Measure It
• Session Seventeen: The Sixth Critical Element - Reinforce It
• Session Eighteen: Dealing With Stress

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